At work: Why do you think I can when you can’t?

Received a call from a user to help her solve a problem. I asked her to take a screenshot and send it to me via email.

Woman: What's your name?
Me: I'm XXX.
W: How do you spell that?
M: It's spelt as "XXX".
W: I can't find your name in the address book leh.
M: That happens sometimes.
W: Why ah?
M: I think that there is some problem with the email server's configuration.
W: Are you able to help?
M: Er...it's under the purview of the email team. I'm only responsible for the application you're using.
W: Like that ah?
M: How about you give me your name and I try to find you?
W: Ok. My name is "LLL"
M: Hmm...can't find you either.
W: It's spelt "LLL".
M: Your name is "LLL" right? Nope, it's not here.
W: You scroll down to "KKK".
M: Ok.
W: It's right after that.
M: Nope, I'm having the same problem as you.
W: Cannot be. Look properly.
M: ....